People Remember

Here is the scene, a customer talking to convenience store employees near Kansas City.

Customer: Is this store under new ownership?
Employee: No, why?
Customer: You girls are so nice, and I was in here a couple of years ago, everyone was hateful -- if I wasn't so low on gas, I wouldn't have ever come back.
Employee: (Looking at each other) We have been here for the past 10 years.


So, Willoughby what is your point?

The customer had not been in the store for two years and remembers how she was treated. It is vitally important that we train and explain to our team how to take care of the customer, because they do remember. Here are some tips.


1. Truly explain to the entire team how important each customer is to the bottom line and their paychecks.

2. Ask your best customer service people to help the rest of the team. It is much easier for me to write about great customer service than it is to give it.

3. Reward great customer service -- use them as examples and make sure they know how much they are appreciated.

4. Be specific with your team what you expect. Great customer service means one thing to one person and a totally different thing to someone else.

Now, go take care of the customer